Helpdesk Specialist — Enterprise IT Support (Onsite)

Page Mechanical Group, Inc.; Washington (District of Columbia); On-site; USD 65,000 - 90,000; Full time

Job summary

OCTOhelps DCPS is seeking an experienced IT Help Desk/Technical Support professional to diagnose problems by discussing with users and providing second-tier support for PC, server, or mainframe applications. The role is 100% onsite in Washington, DC, and requires strong customer service and ITSM experience.

The candidate will install, operate, and maintain district-owned software and OS, including Windows and macOS, and will coordinate with IT leadership to implement cost-effective technology

Qualifications

• Bachelor’s degree in IT or related field or equivalent experience; IT related certifications (CompTIA or equivalent) or equivalent work experience.
• 6-10 yrs installing and configuring system hardware/software in an enterprise environment
• 6-10 yrs installing operating systems patches and upgrades
• Expertise in supporting desktop operating systems (Windows 10, Mac OSX 10.10.X)
• Experience using an endpoint management tool to provide remote support
• Strong Customer Service Skills
• Experience providing administrative support in an IT environment
• Proficient time management skills; detail-oriented
• Microsoft Certifications: MCP
• Experience managing service requests for IT support in ServiceNow or a similar ITSM platform
• Expertise in troubleshooting hardware related issues
• Expertise in troubleshooting complex software related issues
• Can demonstrate experience making nontechnical users comfortable with complex technology concepts
• Knowledge of Microsoft Office Suite (Office 2010+ and Office 365)

Responsibilities

• Responds to and diagnoses problems through discussion with users.
• Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
• Supervises operation of help desk and serves as focal point for customer concerns.
• Provides support to end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, emails, and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
• Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.

Skills

Desktop Support

Customer Service

Windows OS

Mac OSX

Endpoint management tools

Microsoft Office 365

Troubleshooting hardware

Troubleshooting software

Remote support

Time management

MCP (Microsoft Certification)

Education

Bachelor's degree in IT or related field

IT-related certifications (CompTIA or equivalent)

MCP certification

Tools

ServiceNow

Job description

OCTOhelps DCPS is seeking an experienced IT Help Desk/Technical Support professional to diagnose problems by discussing with users and providing second-tier support for PC, server, or mainframe applications. The role is 100% onsite in Washington, DC, and requires strong customer service and ITSM experience.

The candidate will install, operate, and maintain district-owned software and OS, including Windows and macOS, and will coordinate with IT leadership to implement cost-effective technology